IT metricsKPIsPerformanceBenchmarking
IT Operations Metrics That Matter
workro desk team·6 min read·20 June 2026
Metrics That Matter
| Metric | Target | Frequency |
|---|---|---|
| SLA compliance | 95%+ | Weekly |
| First response time | P1: 15 min, P2: 1 hr | Daily |
| MTTR | < 4 hours | Weekly |
| FCR rate | 70%+ | Monthly |
| CSAT | 4.5/5+ | Monthly |
| Ticket deflection | 30%+ | Monthly |
| Asset utilisation | 80%+ | Quarterly |
| IT cost per employee | ₹5,000-7,000/month | Quarterly |
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